Customer service begins with thinking like customers.
A good place to start is with language. Thought and language mirror each other, and when the right words are used, the organization begins to behave as if they were true. Use the wrong words and the opposite happens.

MANAGING SMALL ACCOUNTS by Carol Hammes Most independent insurance agencies consistently receive between 15% and 25% of their total revenues from their 10 largest accounts. If you think that your ...

NEW POLICY INVOICE LETTER Dear (Customer Name), RE: Policy Number Company Welcome as a new policyholder of (Your Agency Name). We are pleased to enclose your new policy, which has be...

Remember, as salespeople we want to hear objections. When buyers send out these signals, they're giving you clues about their interest. Give the buyer a chance to make the decision based on the information you've provided. If you've done a good job throughout the sales process, the objections you hear should enable you to reconfirm your value to the buyer and close the sale.

PAVING COMPANY SAVES BY INVESTING IN EMPLOYEES Safety has been a major reason for the start-up and operation of an Employee Assistance Program (EAP) at Chamberlain, a paving contractor in Laure...

REFERRALS: THE SECRET TO CONSISTENTLY HIGH PROFITS AND RETENTION RATES by Lynn Thomas, JD Frankly, Im puzzled. Recently, I spoke at a conference where members who have known each o...

RENEWAL POLICY INVOICE LETTER Dear (Customer Name), RE: Policy Number Company We are pleased to enclose your policy, which has been renewed according to your ins...

RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....

SELLING HOPE by Patricia Berry 'Never suffer a sleepless night again!' Theres no shortage of such incredible claims in advertising. Not limited to psychic...

SELLING STRATEGIES: HOW TO BE THE LEAD DOG IN SALES by Emily Huling 'How does she do it?' 'Do you think he'd share his secret?' 'I hear her name all over town.' 'He ...